Provide consistent, proven resolutions for your customers and employees to boost self-service.
Empower agents to create articles in the context of their work and harvest community solutions.
Identify knowledge gaps and curate new content. Track usage, governance, and quality trends.
Give users a familiar writing experience with seamless Microsoft Word Online integration.
Use machine learning to automatically identify and visualize knowledge gaps for assignment.
Act on customer and internal user feedback with an out-of-the-box, closed-loop process.
Bring industry best practices to your organization and ensure you’re meeting the latest standards.
1 Knowledge Management is Knowledge-Centered Service (KCS®) v6 verified. KCS® is a service mark of the Consortium for Service Innovation™.
Capture knowledge articles while managing cases or incidents.
Convert solutions from conversations in active, engaged communities into knowledge articles.
Create reusable knowledge article content blocks to reduce redundancy and improve productivity.
Monitor knowledge use, timelines, aging, feedback, and gaps to fine‑tune content and processes.
Give users a powerful, consumer-grade search experience with relevant, personalized results.
Assign articles to teams to manage feedback and maintenance, improving quality and timeliness.
Let users subscribe to articles and knowledge bases, and notify them about new or modified content.
Assign tasks automatically, identify missing translations, and integrate with third-party tools.
Feature details
Knowledge Management is available with these ServiceNow products.
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